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Lexus might introduce an all-electric successor to the CT hatchback

Despite sales of the Lexus CT hybrid hatchback ending last year in the U.S., Lexus isn't planning to abandon the hatchback segment in favor of the new compact crossover, the UX. The CT remains on sale in some countries, and Lexus's European boss is adamant the brand has to keep offering hatchbacks. Talking to the British AutoExpress, Lexus's Pascal Ruch says the CT has an important purpose, which is introducing new customers to the Lexus brand. Ruch told AutoExpress that the CT has a high "conquest ratio" of 70-75 percent, and that a CT customer is different from the envisioned UX customer. "I believe that all the segments we are now in, it's important to stay there," added Ruch. AutoExpress says the CT could be replaced in 2020 with a model that would be offered both as a hybrid and as all-electric, built on Toyota's new TNGA global platform. The hybrid is likely to be the 177-horsepower 2.0-liter unit seen in the new European Auris, which corresponds to the new U.S. market Corolla Hatchback. The CT's successor could be sold as both a conventional hatchback and a more crossover-like version, much like the new Ford Focus and its Active trim level; Ruch says Lexus is thinking through a new approach for the CT. The CT was introduced way back in 2011, selling some 15,000-17,000 examples per year in the U.S. until its first really weak year, 2016, which saw less than 9,000 cars sold. The following year, which proved to be its last model year in the United States, sales dropped under 4,700. In Europe, it's different for Lexus: The brand overall sells only some 45,000 cars per year, and the CT's steady sales of more than 8,000 cars per year are quite important for it. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.

Lexus exec says he still fields complaints about the spindle grille

When Lexus debuted its spindle grille on the GS sedan and trademarked the design back in 2012, it was a sure sign the look was here to stay. It started making its way through the lineup, and now five model years later, it's on all Lexus vehicles. The one thing everyone can all agree on is, it's bold. And Lexus has doubled down on the design with the LF-1 Limitless Concept on display at the Detroit Auto Show. Some people surely think nothing of the grille. Others have equated it to a cartoon character, a beard trimmer, or a baleen whale scooping up krill. In one harsh, perhaps apocryphal criticism, a design professor is said to have likened the spindle to the mouth of the titular hunter-alien in the "Predator" movies. In a much more admiring spacefaring comparison, our Antti Kautonen said the grille of the LF-1 Limited Concept mimics a "Star Wars" ship's shift into hyperspace. That's a fitting analogy for the stunning and futuristic LF-1, which might be the single most dramatically styled vehicle at the North American International Auto Show. A couple of years ago, Toyota chief designer — and head of Lexus — Tokuo Fukuichi defended the spindle in a Reuters interview, saying "sexy" was a goal of the design, and dismissing complaints by saying, "Even polarizing designs, you get used to them after a while." That defense was "a while" — three years — after the new look caused an uproar at a 2012 Toyota stockholders' meeting, where some shareholders complained. Now it has been a while longer, and a Lexus executive says the spindle grille has continued to divide Lexus customers. Jeff Bracken, Lexus group vice president and general manager, told Carbuzz on the sidelines of the Detroit show last week that longtime repeat customers still can't get their heads around whatever it is the car seems to be getting its mouth around. "I'll be very transparent. It's our signature grille. Some of our models have a more expressive signature grille than others. The folks that look at it as somewhat polarizing would be, for the most part, the folks that have been with us since the beginning. In fact I'll take phone calls from some of these owners and will literally spend 45 minutes to an hour on the phone with me just expressing how disappointed they are," Bracken said. Bracken has actually been saying almost the exact same things about the grille for years — both to upset customers and to automotive journalists — for example, to Forbes in 2014.

Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.